Returns & Guarantee Policy 

At Japorms Custom Clothing Inc., we stand behind our work. Our goal is your complete satisfaction with every custom printed or embroidered item you order in Canada.

1. What We Cover (Our Guarantee)

We guarantee:

  • That your item(s) will be produced to the specification approved by you (design, colour, size, placement).
  • That the workmanship (printing or embroidery) will be free of manufacturing defects (e.g., ink hasn't peeled/flaked, embroidery stitching hasn't completely failed under normal use).
  • That we will inspect each order before shipping and will not ship obviously defective items.
  • If something goes wrong due to our error (wrong design, major defect, missing items) then we will repair, replace, or refund (see section 3).

2. Returns – What You Can Return & When

30-Day Time Window

You may request a return or refund for eligible items within 30 days of receiving your order.

How it works: 

  1. Contact us at info@japorms.ca (or call 416-617-1911) with your order number, photo of the item, and description of the issue.
  2. We'll evaluate and let you know whether a repair, replacement, or refund is applicable.
  3. If a refund is agreed, we'll process it within 3 to 5 business days, and you'll receive a credit to your original payment method.

Eligible items for return:

  • Standard stock items that were not personalised or custom-printed/embroidered by you (or where the error was ours)
  • Items in original condition, unused, with tags/packaging as applicable

What does not qualify for standard returns:

  • Customised items (e.g., items that have your logo, name, or design) where you approved the design/placement.
  • Promotional T-shirts, event apparel, or bulk orders printed/embroidered to your specification.
  • Items returned without prior approval or outside the 30-day window.
  • Items damaged by misuse, alteration, improper care, or other causes are not our fault.

3. Our Remedies When We Are At Fault

If we determine that the issue is due to our mistake/manufacturing defect, then we will offer you one of the following (at our option):

  • Repair of the item (e.g., re-print or re-embroider at no cost)
  • Replacement of the item (same style/size/colour)
  • Full refund of the item cost (and shipping cost if the error was ours)

We will also pre-pay return shipping (in some cases) if you're in Canada and the cost is significant.

4. Exceptions & Special Notes

Personalised and print/embroidered promotional apparel: Because the item was customised to your specification (name/logo/design), we cannot accept standard returns merely for change of mind. We strongly recommend checking and approving the design proof before production starts.

Colour/size variations: Because of the printing/embroidering process and fabric nature, slight colour or size deviations may occur. These minor variations are not considered defects.

Rush orders and special-order fabrics: These may have different terms; we'll note any special conditions at time of quote.

Shipping damage: If your item arrives damaged, contact us within 48 hours of delivery with photos. We will assist you promptly.

5. What Our Customers Say

"Just had some customized embroidered shirts done and I was so happy about the results … on time … highly recommended."
— Jomar Cardona
"High quality craftsmanship and on time delivery … quick to respond … will definitely be ordering again."
— Johnny

6. Frequently Asked Questions

Unfortunately, standard returns do not apply to fully custom-printed or embroidered items (e.g., with your logo or personalisation) once production has started. This is because these items were made to your specifications. However, if the item has a manufacturing defect or we made a mistake, we will repair, replace or refund.

For eligible non-custom orders, you have 30 days from receipt to request a return/refund.

Please contact us at info@japorms.ca (or 416-617-1911) within 48 hours of delivery with photos of the damage/defect and your order number. We will swiftly assist you with repair, replacement or refund.

Because you approved the proof, this is considered your final approval. Standard returns don't apply in this case. Please contact us anyway — depending on the scope and timing, we may offer a remedy (at our discretion).

Yes, we ship across Canada. If we are at fault (manufacturing or printing/embroidery error), we will cover return shipping. If the return is due to change of mind (eligible only for non-custom items) you may be responsible for return shipping cost.

7. How to Initiate a Return / Claim

  1. Email info@japorms.ca with subject: "Return/Guarantee Claim – Order #[YourOrder#]".
  2. Include: Order number, date received, item(s) affected, description of issue + photos (for defects/damage).
  3. Our team will respond within 1-2 business days to confirm receipt and next steps.
  4. Do not ship the item back until we issue a Return Authorisation.
  5. Once authorised, ship using the carrier of your choice (or our prepaid label if applicable). Keep tracking info until we confirm receipt.
  6. After inspection, we will notify you of our decision and proceed with repair/replacement/refund as applicable.

8. Contact Information

  1. We reserve the right to update this policy from time to time — any changes will be posted on this page with the "Last Updated" date.

If you have any questions or need clarification, please contact us:

info@japorms.ca

416-617-1911

18 Raithern Rd, North York, ON M6B 3X9, Canada

Last Updated: January 2025

Guarantee of Satisfaction


Japorms stands behinds the quality of its products and service. If you are not satisfied with your purchase from us, simply contact Customer Care within 30 days from the date of your purchase and subject to the following criteria we will refund the full price of the product in question, excluding postage and processing costs.

Japorms products are made-to-order with the best quality materials possible using our state-of-the-art digital printing equipment.

Japorms takes great pride in its commitment to customer satisfaction. However, certain circumstances are beyond our control. Please note that we cannot be responsible for:
  • Spelling, punctuation or grammatical errors made by the customer.
  • Inferior quality or low-resolution of uploaded images.
  • Design errors introduced by the customer in the design creation process.
  • Errors in user-selected options such as product type or size.

Please examine your designs carefully and correct any mistakes prior to placing your order. In an effort to keep costs down and pass substantial savings along to our customers, Japorms does not proof documents created by its customers prior to processing.


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